The difficulty I am having is defining the Organization structure and sizing the staff. Where in the ITIL service support and service delivery processes are followed along with the engineer’s attending incidents, problems, changes and release along with the other ITIL delivery processes. Having the same engineer work on the problem and the service desk system, seems to push too much non-technical work on them. The other issue is I might end up having more service desk staff that the support staff. Our current team size is 10.

For e.g. Incident Management for Network support: should I allow the engineers to work on the rectifying the network problem or should he also spend time on completing the service desk formalities. Recording the incident solution etc.

Hi AI, I am not sure if I understand you question in it’s entirety, but I think it deals with ownership of the incident ticket. With that assumption, here are a few thoughts.

1) You are trying to combine all process into one, and that is not the way to look at the ITIL processes. There are defined process, such as Incident Management, Problem Management, and Change Management.
a. Within each process there are roles and responsibilities that need to be defined.
b. Some people in the organization may wear several hats, but they have to be aware of what hat is being worn at any given time, because depending on the nature of the role required, you can have conflicting views.

2) You need to establish who is responsible for the incident ticket.
3) You need to define, do you have different level of supports, and at what stage each level is responsible for.
4) All incidents should be recorded. There is no debate on this one. You need to get all the information for metrics and for problem management.

Once you have identified some of the above information, you will have a better understanding of the engineers’ role within these processes.